Frequent rental car users like Dr. Allen Friedman know the drill at the counter. He says he’s never had a problem until he arrived at the rent a car counter during a trip to Denver in 2011. Friedman claims he declined the optional insurance and all extras. Nine days later he returned the car and discovered a 215 dollar charge for insurance and another 53 dollars for roadside protection on his bill. But this customer claims Dollar Rent a Car refused to remove the fees that effectively doubled his rental bill.
Read the full article from ABCActionNews.com
Have you ever run into trouble at the rental counter? Are you a victim of Dollar Rent A Car insurance overcharges? Tell your story by completing the Dollar / Thrifty Rent A Car Overcharge Contact Form.
Watch the ABCActionNews video report below.
Read consumer advice from AAA and the Attorney General’s office on what to do before you rent your next car (Read more from ABCActionNews)
- Ask what the total cost will be after all fees are included. There may be an airport surcharge or drop-off fees, insurance fees, fuel charges, mileage fees, taxes, additional-driver fees, under aged-driver fees, and equipment rental fees (for items such as ski racks and car seats).
See information on drip pricing . Mobile Users follow this link: http://wfts.tv/13AkqjF- Ask whether the rental company checks the driving records of customers when they arrive at the counter. If so, you could be rejected even if you have a confirmed reservation.
- Check in advance to be sure you aren’t duplicating insurance coverage. If you’re traveling on business, your employer might have insurance that covers accidental damage to the vehicle. You might also have coverage through your personal auto insurance, a motor club membership, or the credit card you used to reserve the rental.
- Carefully inspect the vehicle and its tires before renting and when you return it. Try to return the car during regular hours so you and the rental staff can look at the car together to verify that you didn’t damage it.
- Check refueling policies and charges.
- Pay with a credit card rather than a debit card, to avoid holds on other funds in your checking account.
- Ask the rental company if a deposit is required. If so, ask for a clear explanation of the deposit refund procedures.
Links from ABCActionNews:
It’s time to start booking vacations, and that means renting a car may be a part of your getaway. But before you sign the dotted line, there are some things you should be aware of about renting a car. A lawsuit claims overcharges by Dollar Rent A Car. The confusion is over something called the collision damage waiver. The suit goes on to claim that even though customers state clearly they don’t want the pricey option to have the rental car company cover potential damage, they’re being charged nearly $25 a day anyway. In an email to the I-Team, the company denies those allegations and says they intend to fight them vigorously.
Fred Elsberry at the Atlanta Better Business Bureau says in the past, customers have gotten confused because of the language. He says customers think when they sign the loss damage waiver, they’re saying no they don’t want the coverage when in fact they are saying yes. What do you do if you believe you’ve been charged for an add-on that you didn’t want? You should go straight to the rental car company and ask for your money back, and report it to your credit card company — although in this case you may not have much luck. If the system shows your signature of approval, the credit card company might not get involved in a he said – she said situation. You may have to go to small claims court to get your money back.
Read more at MyFoxAtlanta.com
It’s time to start booking vacations, and that means renting a car may be a part of your getaway. But before you sign the dotted line, there are some things you should be aware of about renting a car. A lawsuit claims overcharges by Dollar Rent A Car. The confusion is over something called the collision damage waiver. The suit goes on to claim that even though customers state clearly they don’t want the pricey option to have the rental car company cover potential damage, they’re being charged nearly $25 a day anyway. In an email to the I-Team, the company denies those allegations and says they intend to fight them vigorously.
WATCH VIDEO FROM FOX 5 I-TEAM ATLANTA
Fred Elsberry at the Atlanta Better Business Bureau says in the past, customers have gotten confused because of the language. He says customers think when they sign the loss damage waiver, they’re saying no they don’t want the coverage when in fact they are saying yes. What do you do if you believe you’ve been charged for an add-on that you didn’t want? You should go straight to the rental car company and ask for your money back, and report it to your credit card company — although in this case you may not have much luck. If the system shows your signature of approval, the credit card company might not get involved in a he said – she said situation. You may have to go to small claims court to get your money back.
Read more at MyFoxAtlanta.com
- A Quick Electronic Signature at the Car Rental Office, and Then Trouble By TARA SIEGEL BERNARD Published: April 5, 2013
Sandra McKinnon knew the drill after three trips from Oakland, Calif., to Tulsa, Okla., to visit her elderly father. When she went to pick up a rental car, she would have to decide whether to buy the insurance. Before her most recent trip last spring, she learned that she was covered through her personal auto policy and her credit card. So she made sure the Dollar Rent a Car clerk with the friendly, back-home demeanor knew she did not want any coverage. “She went back to her big screen, which I could not see, and she clickety-clickety-clicked,” said Ms. McKinnon, a 66-year-old retired nurse practitioner. Then, as the clerk instructed, Ms. McKinnon signed her name on the electronic tablet.
But 15 days later, when she returned the silver Ford Focus, Ms. McKinnon said she was handed a bill for $944, nearly twice what she expected to pay. She was charged an extra $23.95 a day for the loss damage waiver, an option that isn’t technically insurance, but that generally “waives” the renter’s responsibility for loss or damage to the vehicle.
A CONSUMER CLASS ACTION LAWSUIT HAS BEEN FILED DEMANDING REFUNDS FOR CONSUMERS
Consumers allege that Dollar Rent A Car / Thrifty Car Rental overcharges renters with hidden fees. According to consumers, Dollar/ Thrifty employees get consumers to sign a pad for optional insurance even after consumers state they the decline coverage The added costs can amount to up to $50 a day on top of the rental charge.
Consumers assume that since they have told the agent they decline the insurance, that any signatures would reflect that. However, consumers have reported that what they are signing does not correspond to what the agents are telling them.
Consumers allege that when they return cars and check out they find hundreds of dollars in insurance charges tacked on.
- Tell your story: Dollar Overcharge Contact Form
- Go to: Dollar Rent A Car Overcharge Information to read more, or to view or download a copy of the filed class action lawsuit.
John Mattes is an attorney and investigative reporter, and has taken a leading role in many important actions on behalf of defrauded consumers. The hiring of a lawyer is an important decision that should not be based solely on advertisements. Before you decide, ask us to send you information about qualifications and experience. The information contained in this website is for general information only and is not to be considered legal advice nor does it substitute for the advice of an attorney.
While picking up a rental car at the Ft. Meyers airport I was asked if i wanted insurance coverage…I told them I had Chubb insurance and didn’t need it and thanked her. She then tried to sell me a toll pass for $39.00. I paid a total of 2.50 or something like that for 5 days in the area. It wasn’t until i received my credit card bill that i noticed they had in fact charged me for insurance not declined me for insurance.
Location of Dollar Rent A Car transaction: – ft. meyers florida airport
Amount of financial loss incurred: – 162.00
Describe your attempts, if any, to resolve your conflict with Dollar: – fought it with American Express.
I rented a car from Thrifty Car Rental. When renting the car, I told the counter attendant I was not interested in any insurance or extra waiver protection. I was then asked to electronically sign the key pad at the counter. When I returned the car on , I was charged an extra $149.94 for 6 days of “LOSS DAMAGE WAIVER.” And this was after I explicitly instructed the counter attendant on 7/25 that I wanted “no extra coverage.” Hugo was the attendant on when I returned the vehicle, and he said he could not help me because I had already electronically authorized the charge. The manager, Monique, came and told me she could not help me for the same reason. The said I could call the customer support line at 800-847-4389. A day later, I called the customer support line–they told me they could not refund my money. I was livid, but felt I had no recourse. The n, I saw an article in the New York Times about over customers who had the same issues with Dollar Rent A Car and found your website. I still have the overcharge receipt in hand.
Location of Dollar Rent A Car transaction: – Tucson, AZ
Amount of financial loss incurred: – $149.94
Describe your attempts, if any, to resolve your conflict with Dollar: – I called the customer support line and got nowhere with my protests that I was improperly overcharged.
There was only one customer service rep working, and a long line of people late at night. The rep asked me if I wanted to purchase an optional insurance package for the car I was renting. I responded with a clear and decisive “No.” He had me go through and sign multiple agreements, explaining them with various reasonable-sounding descriptions. I was then charged $205. When I asked why the price was so high (I was supposedly receiving a free rental car as part of the vacation package I was getting through my hotel), and the rep told me it was mostly a refundable security deposit for the rental, along with some taxes. He lied. Turns out I somehow purchased that insurance package I said no to. So I verbally declined to buy the insurance, and I was presented with multiple complicated agreements to sign (with a long line of impatient customers behind me, late at night) and at least one of those agreements was me agreeing to buy the insurance package. I had no reason to suspect I was signing an agreement to purchase this expensive, unnecessary service because I had already refused to purchase it and I was being lied to. Another shady tactic Dollar Rent A Car seems to use is having their cars not fill all the way up at the gas pump. I filled up my car on the way to the airport for my flight home. The pump shut off, indicating as gas pumps usually do that the gas tank was full. Except, I got back in the car to drive away only to realize that the tank was not actually all the way full. It was only about 3/4s of the way full. Dollar Rent A Car of course, charges you an extra exorbitant fee for returning the car with less than a full tank of gas.
Location of Dollar Rent A Car transaction: – Orlando Airport, Florida
Amount of financial loss incurred: – $205
Describe your attempts, if any, to resolve your conflict with Dollar: – Upon returning from my trip, and not getting my “security deposit” refunded, I called up Dollar Rent A Car to inquire about the charge. When told what the charge was really for, I explained how I had declined paying for any such thing when I was picking up my rental car. The slick-talking phone customer service rep was very pushy and seemed to just want to get me off the phone as quickly as possible. He explained how they have screenshots of all the agreements I signed and I had indeed agreed to purchase this service. He told me my claim would be investigated by the company’s “Prepaid Department,” and that I should hear back in 1-3 days. I asked how they could even investigate my claim if they don’t even have a statement or anything from me. He assured me they would simply look at the screenshots of the agreements I signed, told me goodbye and hung up the phone. I then proceeded to dis pute the charge with my credit card company (American Express). Those results are still pending at this time. 10 days later I received an email from Josh Wells at Dollar Rent A Car saying that the investigation into my claim was completed, and the charge for my insurance package (or “Loss Damage Waiver” as he called it) was upheld.
On 3/26/13 we rented a car in Fort Lauderdale FL at Dollar Rent a car which I had already pre-arranged on the web using mileage award points, therefore, essentially getting the rental for free. The only additonal expense we agreed to was the prepaid fuel charge, however, upon returning the car we saw there was an additional charge of $202.93 for “loss damage waiver” which we never agreed to purchase as we are covered through our credit card for insurance on the rental. I contacted Dollar upon our return and they would not help me, the rep just repeated over and over that we signed for the additional coverage. I also contacted my credit card CHASE and they also were not helpful stating we signed for this and sending us a copy of the contract. We have never had an issue with any car rental company and we have rented numerous times here and abroad. This was the first time a fraudulent charge h as been incurred. We always deny all insurance coverage as our credit card provides insurance should we need to submit any claims.
Tampa Florida Airport
Amount of financial loss incurred: – 247.75 & 287.17
when I booked my rental I was told by Jim Ingram that I would only pay 247.75. when I went to pick up the car I was told the price would now be 287.27 when I question the price I was told the extra fee is for the gas in the car.in which when I return the car I was told I didn’t have to fill it up because I was paying for the gas charge. when I dropped the car off I received my slip in the 287.27. so here I thought that would be the final charge! I was billed 247.75 and 287.27 I called and question it and I was told by Lester that the amount of 287.27 was for insurance that I took out! I said I didn’t take out any insurance on the car. He said I signed for the insurance. I said NO I signed for what I was told was for the rental and the gas charge!. He said there was nothing that I can do. Now on May 3 I was than charged 16.50 from Dollar rental. when I called to find out what the charge was I was told that it was because I went thru a toll road. Dollar rental is looking into that charge and it will take them 4-6 weeks for the info. when I asked if someone will call me back I was told NO. I would have to call back to find out what they found out!
Had a 2 day rental which I paid up front…they said I still had to pay some tax at the counter which I did when I initially rented the vehicle I received my credit card statement and there was an additional 15 for some insurance which I declined. I called dollar and they said I authorized and I did not so I disputed through my credit card company which removed the charge intially and then put it back because dollar disputed it.
Atlanta ga
15.00
Calll dollar rent a car Called my credit card company which reversed the charges then put the amount back on my card
I have a similar problem to all the rest of the comments on this site – mis-sold certain items and getting no where with my complaint. Is there a regulator, or anybody I can take my complaint too?
I had a two-day rental prepaid with Citi Rewards points. I was shocked to receive a bill for $86.97 and thought it was a clerical error. Then I found out from Citi Rewards that Dollar said I signed the “waver for insurance” even though I repeatedly told the agent I had no intention of paying anything extra and presented my home auto insurance card.
West Palm Beach Airport in Florida
- $86.97
Many calls to Citi Rewards and a call to Dollar with Citi Rewards on the line to resolve. Same story as the others, you signed, too bad. Even so, how could the bill for extras reach $86.97 for TWO days?
I rented a car with Thrifty on 4/25/13 and agreed to pay $160 plus the cost of fuel for them to fill up the car. The attendant was very nice but I felt as though she was trying to distract me. She kept asking about my trip and added her thoughts about vacations. I told her I did not need the supplemental insurance because my own auto insurance covers it. I signed electronically and then she printed out my receipt; I noticed the extra charges and she told me that it was for the hold that they put on my account since I used my debit card. I didn’t think anything else of it until I turned the rental car in to the airport. I began getting strange calls from the security department for Thrifty saying that I could be charged with theft. I contacted them and they told me it was a mistake and that to ignore any further calls; she told me that they would send out an email telling me that everything was fine with the car. Then, I began noticing strange charges from Thrifty on my online billing statement. They would put on a charge and then take it off the next day. Finally, I noticed that they charged me $390.75 and when I contaced the customer service department, a man named Robert told me that I signed the agreement stating that I would pay the supplemental insurance. I told him that I specifically told the representative that I did not want the insurance and that I was covered. He proceeded to tell me that he could send me a receipt with my signature on it and he would not let me speak to a supervisor. He also would not give me his last name and told me that I didn’t need it.
- Louisville, KY international airport
- $200
- Attempts to contact Louisville International airport; they gave me the customer service line and I spoke with Robert. He would not give me his last name. I am going to try to speak with the person at Louisville International airport where I rented the car.
I was charged $185. 81 for a rental for three days instead of $60.65 total cost on my reservation confirmation even though I told the rental rep that my insurance covered rentals, as does American Express, and I have AAA. Cost Information Weekend daily Rate $ 11.00 Taxes & Fees $ 27.65 Total Cost $ 60.65
Location of Dollar Rent A Car transaction: – El Paso, TX
$125.16
– Contacted American Express to dispute the charge. They said they were unable to help.
We reserved a car online through Thrifty Car Rental and declined all additional options, insurance, etc. When I went to pick up the car, I handed the clerk my reservation information and said, “This is what I want” he told me he’d get me right out in a hurry, I just had to check a few boxes, sign my name and be on my way. Before returning the vehicle, I filled the tank with gas but was informed that I had agreed to prepay the gas when I rented the car. My wife was very angry and looked at the receipt, only to find that we had been charged $728 when my rental was only supposed to be $176.16! I told my wife that I had declined all options when I made the reservation and was told I only had to advance the screen and sign my name. Now, I’m 63 years old, I cannot read that small screen and I still can’t read the receipt – even with my glasses on! I checked my bank account and the charges haven’t gone through yet – I will be checking with my bank to see if there is something we can do to stop payment. This is a crime, I was NEVER asked about insurance or prepaid gas at the rental counter.
- Gillespie Street, Las Vegas, NV
551.84
As soon as we realized what they were charging us, we called the main headquarters and they wanted us to fax them the copy of the reservation and receipt. However, we did not have access to a fax at that time so they told us to go back to the point of rental, which we did. They told us that I signed for it and that’s too ba
Rented a car from Dollar thru priceline.com. Damage collision insurance $33.00. Picked it up at San Fran airport. Was told by counter attendant that I had to buy full coverage even though I showed him the priceline trip receipt and told him I did not want it. Had to sign.
- San Francisco CA
$200.00
- On return of the car I explained to counter attendant my experience at airport, she indicated she could not do any thing about it, and to call customer service. I spoke to customer service two times since, once with credit card company on the the call. I explained the situation they refused to adjust charges because they said I had the option to decline the insurance even though that was not made clear to me at the time I was being told I had to buy it. Yea , I know makes sense, not. what can I do? Fred
I rented a car at Dollar in Providence, RI in September 2010. The counter clerk kept asking me if I wanted to add this or add that. I finally said: “Look, I don’t want to pay a penny more than what I already paid when I booked the reservation. I can’t make it any more clear.” She had me sign and initial a few places, including the loss damage waiver. When I returned the vehicle a few days later, by bill was approximately $100 higher than what I had agreed to. I got in a huge argument with the counter clerk upon return. I explained that I was trying to waive coverage and that I had said I don’t want to pay a penny more than I had agreed to upon making the reservation. She said “too bad.” I then challeneged it with my credit card company and lost.
Providence, RI (airport)
$100
When renting a vehicle, the agent asked about different types of coverage, I declined them all. As I did so, he indicated where I should sign and select, etc. I trusted that if an agent asks a question and I give them an answer, they would not tell me to select that coverage. I contacted customer service and thought the problem would be easily resolved. She said they had a copy of the rental agreement, which I do not, and said I selected all those options. No refund, no discount. I explained that i signed and selected what I was instructed to select and did not think the rental agent from a large company would lie or trick me into selecting what I had declined. Customer service agent Lowanda must be quite experienced at these situations because she had an answer for me before she even knew the full situation.
Location of Dollar Rent A Car transaction: – Los Angeles airport location
Amount of financial loss incurred: – $53.05
– Customer service informed me that there would be nothing they could do for me. I went into this expecting a large agency would want to retain a customer and not lose them over $53.05. I rent vehicles on a regular basis and have not mistakenly selected additional coverage with those agencies.
I always decline the CDW when renting a car. However to my surprise, when I rented a car in Tampa on10/7/12 for three days at $15 per day, I was charged an additional $81 for accepting the loss damage waiver. I was shocked (and thought I was going senile unti) l I read the article in the NY Times which clarified what was really going on. I rent a car anywhere from 4 to 8 times per year and this was my first experience with this clear ripoff. Please include me in your class actin suit.
Tampa, Florida
$80.97
Called Dollar. They claimed they have a signed contract from me. I asked for a copy and was told it would take 2 weeks to get to me. A month later, still have not received it.
Flew from Tulsa to Orlando on September 21,2013. Had my wife, 2 daughters, and grandson with me. Got in at 11 PM very tired. With family waiting I went to Dollar with my reservation. Aziz, the person who helped me, said since I was from Tulsa he would give me a free upgrade to a larger van. He told me to just push the decline button on the screen to decline all coverage which I did. It should have been approximately $300 for the 8 days. My credit card when I got it showed $624. I complained to DTAG, who did nothing, then the BBB, which I never heard back from.
Orlando
approximately $325
i rented a car from dollar rental car in houston,TX (IAH) airport on 03/12/13-told them that i was covered by my credit card and personal insurance company USAA and didn’t need insurance. when i returned the car on 04/09/12-i was charged $419.00 for insurance that i didn’t order or need -they said that i initialled it but i did not authorize this.
Location of Dollar Rent A Car transaction: – houston,TX (IAH) airport
Amount of financial loss incurred: – $419
because i was in a hurry to catch a flight and from what i have read it would not do me any good because i initial something that i was not aware of at the time
I just noticed a fee for over $100 on my bank statement from Doll0ar Rent a Car and called them to question what that was for. I was told that I accepted an added insurance fee that I (plus my 2 friends that were with me) remember declining. We did a search on the Web and found the article in the New York Times that is essentially the same exact thing that happened to me.
Orlando, Florida
$119.46
I was told that they will not refund this on my call with customer service since I had signed the keypad.
– On 4/18/2013 I reserved a midsize rental car online at the price of $22 a day. It also stated online that once I arrived at the pickup location, I may be able to upgrade to a full size vehicle at an additonal $3 a day, which would make the rental purchase $25 dollars a day. I arrive to the Atlanta Airport location in College Park, Ga. to pickup the rental. Was met by a young lady at the front counter who proceeded to assist me. She pulled up my reservation and told me what cars they had available on the lot which I felt was little too small, so I then asked what the cost for an upgrade to the next vehicle would be and what type of vehicle. She stated it would be an addtional $3 a day as per the website reservation had stated, and she then stated the vehicle type would be a Dodge Charger andthat would make my rental price $25 a day. I then agreed to the vehicle and the price. While entering in all my info and offering me a num ber of other things such as the insurance at $26.99 a day and roadsafe @ $1.18 a day, I agreed to those as well. In the process of entering this info, a guy comes up and states the Dodge Charger has not been detailed yet, but they have a Dodge Challenger that they could put me in at the same price. My response is thats fine, i’ll take the Challenger. She updates all the info and pulls up everything on the little screen and as she’s doing so I notice a charge amount that exceeds the initial total amount that she quoted me, which was $173 +Tax, Now this new amount shows $263.64 and I inquire what is this amount? She states oh this is just an estimate amount and this WILL NOT be the final bill amount upon your return. It will be the $173 amount that was first stated. I ask are you sure, she states yes, and I go ahead and sign the form. I return the car on 4/21/13 and low in behold the return guy prints out this reciept with the owing amount of $263.64. I say oh this is wrong wh o do I need to talk to. He says a manager, so I proceed to the manager inside the airport return office (not the original office which is closed on Sundays) She states to speak back to the originals which I have no problem in doing so, but I inquire as to how can I be charged for the original price of $22 and the addittional price of $25 for one rental car. She states to me that this is an upgrade fee of $25 a day ontop of the rental fee of $22 a day and depending on the day they can charge up to $100 a day for an upgrade fee. She completely blew my mind with that statement as I have NEVER in all my 15 something years of renting a car. I have contacted Dollars corporate and the original office only to get the run around and absolutely NOTHING resolved. I ran across some other complaints and articles and now i’m writing this letter. I want some type of justice so that others wont be taken advantage of the way that I was as well as Dollar to give better trainting to their empl oyees.
Hartsfield-Jackson Airport / College Park, Ga. Location
$100
Phone call after phone call to both the original location and corporate.
N Booked the car through orbits for base rate of $119..99 taxes and fees $70.69 total $190.68. Picked the car up at the Tampa airport. After many many many times declining the extra coverage I was finally beaten down and decided to take the extra coverage for what I was told 26 dollars total not a day! My father in law did the same. Also being told total $26. After returning the car I was charged $26 a day. This also happned to the couple in back and in front of us when we returned the car. This is a very shady practice and they need to be stopped. We tried to get our money back they refused saying we agreed to this fee. We did sign something, but they went way to fast through the check out process to notice the charge was $26×8 days. We called customer service and spoke with a girl named Ashley she refused to help or apologize which makes me think they deal with this same complaint all day long. She also refused to get a supe rvisor on the phone. They are awful and need to be stopped.
– Tampa airport
$252
. We called customer service and spoke with a girl named Ashley she refused to help or apologize which makes me think they deal with this same complaint all day long. She also refused to get a supervisor on the phone. They are awful and need to be stopped.
As described by many. Declined the insurance, in MN we are automatically covered where ever we travel. Said I wanted no extra coverage for anything. I signed a screen and the way the employee read the waiver to me was that I was declining the add ons. Then they have you sign the screen. When I dropped the car off at the airport, I was shocked with the price billed to me. I sent in a complaint on line, the next day, and received a response that I signed for the items when I was very clear, verbally, that I did not need nor want the insurance or road side assistance which I was also charged for.
Location of Dollar Rent A Car transaction: – Fort Myers Airport
Amount of financial loss incurred: – $197.00
– Tried to speak with someone at the airport and could never talk to a person. All automated. Filled out a form on-line with my complaint and request for refund. 10 days later received a response along with a copy of my signature from the little screen stating that you signed so basically too bad.